Patient Adviser

Overview

The Patient Adviser team is the first point of contact for patients and all visitors at The Keston & Moorings Medical Practice. The Patient Advisers provide a reception service and handle all queries from patients on reception and day‑to‑day enquiries via the online portal.

Key Information

Applications may be closed early if a suitable candidate is identified prior to the advertised closing date. We encourage interested applicants to submit their applications as soon as possible.

Responsibilities

• Provide a friendly and professional front‑desk service to all patients and visitors.
• Handle patient enquiries in person, by phone and via the online portal.
• Process appointment bookings, cancellations and rescheduling requests.
• Assist patients with general enquiries about practice services and signpost them to appropriate healthcare professionals or external services.
• Manage and respond to patient queries submitted through the online portal.
• Maintain accurate records using the practice’s clinical system.
• Assist with prescription requests, referrals and other administrative forms.
• Support scanning, filing, and correspondence management while ensuring data‑protection compliance.
• Assist with the organisation of QOF recalls, ensuring patients attend required reviews and screenings.
• Contact patients via phone, SMS or letter to remind them of due appointments or health checks.
• Ensure accurate recording of QOF‑related data to support practice targets and care quality.
• Provide general administrative support to clinicians and practice staff as required.
• Support the practice in implementing new initiatives to improve patient care and service efficiency.
• Comply with NHS confidentiality and data‑protection policies, health and safety regulations, and infection‑control procedures.

All post holders must fulfil the duties of The Bourne Partnership’s Equal Opportunities Policy and comply with equality laws.

Key Relationships

• Internal: Senior Management team, colleagues within The Bourne Partnership
• External: Other GP practices and practice groups, external organisations

Person Specification

Qualifications

• GCSE or equivalent (preferred)

Experience

• Customer service: 1 year (preferred)

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975. A Disclosure and Barring Service check will be required.

Pay

£12.71 to £13.00 per hour, dependent on experience.